Customer Experience Specialist (Hybrid)

We are looking for a motivated and empathetic individual to join our Customer Experience team. We need you to be the voice of MANUAL for our customers and patients, helping to solve their problems and answering their questions, as well as being an advocate for our customers and patients across the business. This is a great opportunity for someone looking to join a high growth company and get exposure to different aspects of the business, as in Customer Experience, you will be expected to be a fountain of knowledge of all things MANUAL and work closely with other teams on operational and customer facing processes.

Responsibilities

• You will be responsible for responding to customers and across all contact channels and to a level to maintain strong customer satisfaction and within our SLA's
• Maintaining thorough and accurate customer service records, keeping confidential records and financial information private and secure
• Helping customers register online and process their orders, offering alternative products and add on services, where appropriate
• Assisting the financial department with customers on security checks, accounting enquiries or flagged accounting issues raised by the customer
• Communicating with customers about their orders, including any delays or changes in delivery
• Working with the Pharmacy team to update missing information, perform ID checks and report faults
• When called upon, contacting customers as part of an outbound phone campaign
• Report feedback from customers regularly and accurately with associated data
• Working hours will be Tuesday to Saturday or Sunday to Thursday but flexible depending on business needs

• Customer service experience ideally in a digital capacity
• Excellent communication skills
• High level of empathy and strong interpersonal skills
• Nice to have previous experience in the health, wellness, hospital, pharmaceutical or digital industries
• Problem solving skills
• A person who uses their own initiative and is proactive
• Enjoys working in a fast paced environment

BENEFITS

• Generous share option scheme
• Private medical insurance
• Free breakfast once per week, free lunch once per week in office
• £400 annual Learning & Development budget
• Gym & Wellness benefit with Wellhub
• Annual company retreat
• Cycle to work scheme
• Electric car scheme
• Healthy snacks & drinks in the office

ABOUT MANUAL

MANUAL delivers healthcare at scale thanks to its comprehensive digital clinic. Our ambition is to extend the healthy years of lives for a large part of the population in the UK, Brazil, and beyond focusing on life-impeding conditions like hormonal imbalance, obesity and hair loss.

MANUAL has steadily grown since inception and is now serving 500k+ patients, across 2 geographies. We are centralising the diagnosis, custom medications, doctor specialist services, behavioural change and fully vertically integrated management of the treatment journey, under one roof and consumer brand.

We’re destigmatising how people approach their health by offering easy access to diagnostics, a holistic range of treatments, ongoing care and medical advice, as well as a community to help proactively improve one’s health and wellbeing. A place that didn't exist until now.

Innovating on healthcare delivery, MANUAL provides patients with engaging treatment plans generating superior clinical outcomes: 90%+ of patients see an improvement in their Quality of Life (QoL) within 6 months. Our ambition is to extend the healthy years of lifespan for a big part of the population in the UK, Brazil and beyond,

After a $30 million Series A round, we are on a mission to build one of the most impactful teams in the healthcare space. We are looking for incredibly ambitious, entrepreneurial, driven and fun people to join us as we accelerate our growth and expansion. This is an exciting time to join the UK’s fastest-growing healthtech and help supercharge our mission.

Websites:

https://www.manual.co/

https://www.joinvoy.com/

EQUAL EMPLOYMENT OPPORTUNITY

Menwell Limited, trading as MANUAL, is an Equal Opportunities Employer. We are committed to equal employment opportunities regardless of gender and gender reassignment, age, disability, race, religion or belief, sex and sexual orientation, pregnancy and maternity, marriage and civil partnership. We base all our employment decisions on merit, job requirements and business needs. This applies to all decisions related to hiring, training, remuneration, promotion and discipline.

We believe that a diverse and inclusive workforce is essential to our success. We are committed to creating an environment where everyone feels welcomed, valued and respected, regardless of their background, identity or beliefs. We believe that Inclusion, Diversity, Equity and Accessibility (IDEA) is essential to our ability to offer the best possible health outcomes to our patients and customers.